My broadband failed totally on 27 June. I ran all the automatic checks twice with no result, then called the helpline who told me to monitor the situation for 24 hours. Needless to say, the service was still out 24 hrs later. I called again and was told an engineer was needed but the first available appointment is not until 5 July, a whole week later. How is this acceptable in the capital city of a G7 country in 2022?
And Virgin have the temerity to try to sell me an upgrade at the end of the first helpline call. Totally pathetic disregard of customer needs and their own service quality. It's not the fault of the people in the call centres or the engineers, the rot starts at the top.
Hi @Paul_C - thanks for posting and welcome to the community. Sorry to hear of the broadband issues and also for the engineer availability. I appreciate how frustrating that must be but we would have booked in the first available date for the tech.
In relation to compensation, you'd be eligible at total loss - see more here - virg.in/autocomp